© 2013 IBM Corporation

© 2013 IBM Corporation

Mobile and social are reshaping business

34%of smartphone

users have scanned a QR Code, 27%

have read online reviews

84%of US adults who have conducted a

transaction online or through a mobile

device report experiencing a

problem

50%increase in

online sales via mobile devices

over 2011

55%of smartphone users compare prices in stores

63% of online adults are less likely to buy via

other channels if they experienced a problem on their mobile phones

92%of consumers say they trust earned

media, such as word-of-mouth and recommendations

2Sources: IBM, Forrester, Tealeaf and Emphathica Reports

© 2013 IBM Corporation

Customer expectations are soaring

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you to know them as an individual

a seamless and integrated experience

a flawless post-purchase experience

relevant, timely promotions

simple, yet feature-rich self-service capabilities

They want:

© 2013 IBM Corporation

Every interaction is important

4

Engagement

Interacting

Awareness

Transacting

Involvement

Usage

Advocacy

© 2013 IBM Corporation

Leaders are taking an integrated approach to commerce

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Anticipates and deliver across mobile and social

Optimizes procurement based on demand

Applies deep insights to take action in real time

Extends core systems tosynchronize your value chain

Puts the customer atthe center of your commerce processes

© 2013 IBM Corporation

Delivering superior customer engagement every time, in every context

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prepared for the unpredictable

A supply chain Marketing targeted to every customer

personally

what customers want before they do

Service that knows Selling that’s there for your customers,wherever they are

© 2013 IBM Corporation

Smarter Commerce satisfies customers at the speed of life

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BuyAdaptive

procurement and optimized supply chain

MarketTargeted and personalized

marketing across all channels

ServiceAnticipate

behavior and deliver flawless

customer service

Sell Seamless

cross-channel customer

experience

© 2013 IBM Corporation

Smarter Commerce Services

IBM’s integrated portfolio for Smarter Commerce

Core Business Solutions and Processes

Business Analytics

IBM SmartCloud Solutions, Computing and Infrastructure

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Buy Market Sell Service

Adaptive procurement and optimized supply

chain

Targeted and personalized

marketing across channels

Seamless cross-channel

customer experience

Anticipate behavior and deliver flawless

customer service

© 2013 IBM Corporation

We have invested in leading capabilities to transform your business

Buy

LEADER in procurement

LEADER in customer experience management

Market • Sell • Service

Market • Sell

LEADER in merchandising

Market

LEADER in campaign management

Market

LEADER in digital marketing

Buy • Sell

LEADER in B2B and Order Management

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© 2013 IBM Corporation

IBM’s integrated portfolio for Smarter Commerce

Buy Market Sell Service

Core Business Solutions and Processes

Smarter Commerce Services

IBM SmartCloud Solutions, Computing and InfrastructureBusiness Analytics

Strategy | IBM Interactive | Systems Integration | Smarter Analytics | Managed Services | Application Management

Supplier Integration & Collaboration

Supply Chain Management Accounts Payable Source to Contract Supplier Management Risk

and Compliance

Customer Experience Management

Cross-channel Marketing Optimization

Price, Promotion & Product Mix Optimization

Marketing Performance Optimization

Digital Marketing Optimization

Customer Analytics Marketing Performance

Analytics

Cross-channel Selling Order Management &

Fulfillment Customer Integration &

Collaboration Store Solutions Payments & Settlements

Delivery, Service, & Support

Customer Self-Service Case Management Watson Engagement

Advisor

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© 2013 IBM Corporation

But seizing new opportunity depends upon addressing a diverse set of business needs

Smarter Commerce Services: Innovate and align new business models to drive new sources of customer value

Buy: Adaptive procurement and optimized supply chain

Market: Targeted and personalized marketing across all channels

Sell: Seamless cross-channel customer experience

Service: Anticipates behavior and deliver flawless customer service

Business Analytics: Improves customer experiences by embedding actionable insights into operational processes

IBM SmartCloud Solutions, Computing and Infrastructure: Delivers IT infrastructure through the cloud, unlocks the power of Big Data, and safeguards the security of critical information.

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© 2013 IBM Corporation

Smarter Commerce Buy

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Adaptive procurement and optimized supply chain

IBM core process capabilities:

Supplier Integration and ManagementSupply Chain ManagementAccounts PayableSource to ContractSupplier Management Risk and Compliance

Smarter Commerce Buy enables adaptive procurement and optimizes supply chain to reduce costs, mitigate risk and drive efficiencies for the enterprise.

© 2013 IBM Corporation

“BUY” processes and capabilities

Buy Supplier Integration and

Management Supply Chain Management Accounts Payable Source to Contract Supplier Management Risk and

Compliance

Strategic supply chain management

Supplier B2B integration

Supplier collaboration

Supplier performance analytics and compliance

Supply chain visibility

Inventory management and optimization

Automated accounts payable

Warehouse management

Transportation management

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© 2013 IBM Corporation

Smarter Commerce Market

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Personalized and targeted marketing across channels

Smarter Commerce Market enables you to have deep awareness with a 360- degree insight about your customers, and drive targeted marketing programs that improve conversions and ROI.

IBM core process capabilities:

Cross-channel Marketing OptimizationCustomer Experience ManagementDigital Marketing OptimizationMarketing Performance OptimizationPrice, Promotion and Product Mix OptimizationCustomer AnalyticsMarketing Performance Analytics

© 2013 IBM Corporation

“Market” processes and capabilities

Market Cross-Channel Marketing

Optimization Customer Experience Management Digital Marketing Optimization Marketing Performance

Optimization Price, Promotion and Product Mix

Optimization Customer Analytics Marketing Performance Analytics

Identify opportunities and predict marketing outcomes

Decide on the best message or offer to extend, in any channel

Deliver messages and retain a memory of interactions

Determine optimum pricing, facilitate cross channel planning, design, execution and measurement

Advanced analytics to continually improve marketing

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© 2013 IBM Corporation

Smarter Commerce Sell

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Seamless cross-channel customer experience

Smarter Commerce Sell delivers seamless cross-channel customer experience and ensures flexibility to enable secure, reliable delivery and real-time insight for next generation commerce.

IBM core process capabilities:

Cross-Channel SellingOrder Management and FulfillmentCustomer Integration and CollaborationStore SolutionsPayments and Settlements

© 2013 IBM Corporation

“SELL” processes and capabilities

Sell Cross-channel Selling Order Management and

Fulfillment Customer Integration and

Collaboration Store Solutions Payments and Settlements

Provide customers and partners with a seamless end-to-end cross-channel multi-tier and highly personalized buying experience

Support any level of complexity and sales model

Orchestrate orders across extended value chains

Advanced analytics to continually improve sales operations

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© 2013 IBM Corporation

Smarter Commerce Service

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Anticipate behavior and deliver flawless customer service

Smarter Commerce Service provides relevant, value-added services that nurture customer relationships to improve revenue and customer loyalty while reducing care costs.

IBM core process capabilities:

Delivery, Service and SupportCustomer Self ServiceCase Management Watson Engagement Advisor

© 2013 IBM Corporation

“Service” processes and capabilities

Service Delivery, Service, & Support Customer Self-Service Case Management

Deliver product or services via preferred channel Offering carefully targeted, value added services

during support interactions Provide support/service personnel and

customers with current, accurate and complete information regarding products, services, promotions, policies and procedures

Facilitate first call resolution Advanced analytics to continually improve

delivery, service and support efficiently

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© 2013 IBM Corporation

Business Analytics

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Improve customer experiences by embedding actionable insights into operational processes

IBM Business Analytics help you understand the key “moments of truth” that can have dramatic impact on your business and customer experience.

IBM core analytics capabilities:

Customer Analytics Operational Analytics Threat and Fraud Analytics Spend Analytics Web Analytics Social Media Analytics Marketing Performance Analytics

© 2013 IBM Corporation

IBM SmartCloud Solutions, Computing and Infrastructure

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Deliver agility, integration and automation to drive relevant business outcomes

IBM SmartCloud Solutions, Computing and Infrastructure offer acceleration, flexibility and choice as needed to transform business processes.

IBM core capabilities:

IBM SmartCloud SolutionsIBM Smarter ComputingIntegration and MiddlewareBig DataInformation Management